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A 'Connection Error' or 'No Computer Detected' Error Message Displays during Scanning

  • PrintPrint
This document is for the Officejet Pro 8500A (A910) e-All-in-One printer series.
When you try to scan, a 'No Computer Detected ' or 'Connection Error ' message displays and the scan fails.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps for the Windows XP operating system.
Follow these steps to troubleshoot scan connection issues on a wired or wireless network.

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure that the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software. First, choose your connection type.
Step one: Check to see if the HP software is installed
Choose one of the following methods to check if the software is installed on your computer.
    If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
    On the Windows taskbar, click Start ( ), click All Programs , and then click the HP folder.
    If the HP software is installed, the name of your printer displays in the list of folders.
Step two: Restart the computer, printer, and any network devices
Follow these steps to restart the computer, printer, and any network devices.
Important : You must follow these steps in the order presented .
  1. On the Windows taskbar, click Start ( ), click Shutdown , select Shut Down from the drop-down list, and then click OK .
  2. Turn off any access points (routers) and network devices.
  3. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
  5. Turn on the computer.
  6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Activate Scan to Computer setting

Follow these steps to enable the scan connection between the printer and your computer.
Important : To send scans from your printer to a computer over a network, you must enable the Activate Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disc shuts down).
Step one: Check the Activate Scan to Computer setting
  1. Press the Power button to turn on the printer.
  2. Open the HP software using one of the following methods:
  3. Under Scanner Actions , click Activate Scan to Computer , if it is not already enabled.
Step two: Try the scan again
Try scanning the document again.
NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. On the Windows task bar, click Start ( ), and then click Control Panel .
  2. Click Performance and Maintenance , and then click Power Options .
  3. On the Power Schemes tab, select Always On from the drop down menu under Power schemes , and then click Apply .
  4. On the Hibernate tab, uncheck the box next to Enable hibernation , and then click Apply .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check connectivity

A functioning network connection is required to complete a scan. Follow these steps to check for Ethernet and wireless connection issues.
Step one: Print a network configuration page
Follow these steps to troubleshoot a network connection by printing a network configuration page. First, select your connection type.
  1. On the printer control panel home screen, press the Right Arrow, ( ) and then press Setup .
  2. Press Reports , and then press Network Configuration Page . The network configuration page prints.
  3. Verify on the page that the connection status is online and that the printer is connected to your network.
  4. If the printer is online and connected to the correct network but you still cannot scan , continue to the next solution.

Solution five: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step one: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step two: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
Video of how to use Disk Cleanup
The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. On the Windows taskbar, click Start ( ), click All Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step three: Restart the computer
Follow these steps to restart the computer.
  1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
  2. From the What do you want the computer to do? drop-down list, click Restart , and then click OK .
Step four: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
Video of how to turn off programs that run in the background
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click Start , and then click Run . The Run dialog box appears.
  2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG Utility window appears.
  3. Click the General tab.
  4. Click Selective Startup .
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services check box.
  7. Click Disable all .
  8. Click Apply , and then click Close .
  9. If an 'Access is denied' message appears on the computer while making changes, click OK . This message does not prevent you from making changes.
  10. Click Restart .
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
  11. Select the Do not show this message again check box, and then click OK .
Step five: Configure the firewall
Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 1: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. Click Start ( ), and then click Run . The Run dialog box opens.
  2. In the Open: box, type msconfig , and then click OK . The MSCONFIG Utility window opens.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then select the Hide All Microsoft Services check box.
  6. Click Enable all .
  7. Click Apply , and then click OK .
  8. When prompted to restart the computer, click Restart .
Try the following resources and tips related to scanning issues.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 2: Example USB connection
Image: USB connection
Connection errors while scanning over a USB connection occur for the following reasons:
  • The USB connection failed
  • The HP software is not installed, or the previous installation failed

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      Click Start ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. If the software is installed, continue to the next step.
Step two: Try to scan
Try to scan from the printer control panel. If you are still unable to scan, continue to the next solution.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.
NOTE:HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer
Follow these steps to make sure that the USB cable is connected correctly to the printer.
  1. Connect the small end of the USB cable to the rear of the printer.
    The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
    Figure 3: Connect the small end of the USB cable to the rear of the printer
    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.
    Figure 4: Connect the other end of the USB cable to the computer
    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step two: Test the USB connection
Follow these steps to test the USB connection.
To test the USB connection, choose the option for your type of USB connection:
    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
      NOTE:If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step three: Try a different USB cable
Follow these steps to try a different USB cable.
  1. Try using a different USB cable.
  2. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step four: Remove additional USB devices that connect to the computer
Follow these steps to remove additional USB devices that connect to the computer.
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
  2. Try scanning the document again.
    NOTE:If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step one: Disconnect the USB cable
Disconnect the USB cable from the printer.
Figure 5: Disconnect the USB cable from the printer
Image: Disconnect the USB cable from the printer.
Step two: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click Start ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP product.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step three: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
Video of how to use Disk Cleanup
The following video demonstrates how to clear temporary files and folders by running the Disk Cleanup Utility in Windows XP. The video contains no audio.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
  1. On the Windows taskbar, click Start ( ), click All Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step four: Restart the computer
Follow these steps to restart the computer.
  1. On the Windows taskbar, click Start ( ), and then click Shut Down ( ).
  2. From the What do you want the computer to do? drop-down list, click Restart , and then click OK .
Step five: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
Video of how to turn off programs that run in the background
The following video demonstrates how to turn off programs that run in the background in Windows XP.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.
When the computer is turned on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate some of the computer utilities, such as the anti-virus software, that are not required for the computer to function. Occasionally, TSRs prevent the printer software from loading so that it does not install correctly.
Follow these steps to use the MSCONFIG utility to prevent TSR programs and services from starting up.
  1. Click Start , and then click Run . The Run dialog box appears.
  2. In the Open: box, type MSCONFIG , and then click OK . The MSCONFIG Utility window appears.
  3. Click the General tab.
  4. Click Selective Startup .
  5. If there is a check mark next to Load Startup items, click to clear the check box.
  6. Click the Services tab and select the Hide All Microsoft Services check box.
  7. Click Disable all .
  8. Click Apply , and then click Close .
  9. If an 'Access is denied' message appears on the computer while making changes, click OK . This message does not prevent you from making changes.
  10. Click Restart .
    The message 'You’ve used system configuration utility to make changes to the way windows starts' appears on the Windows desktop.
  11. Select the Do not show this message again check box, and then click OK .
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. Click Start ( ), and then click Run . The Run dialog box opens.
  2. In the Open: box, type msconfig , and then click OK . The MSCONFIG Utility window opens.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click the Services tab, and then select the Hide All Microsoft Services check box.
  6. Click Enable all .
  7. Click Apply , and then click OK .
  8. When prompted to restart the computer, click Restart .
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows Vista operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps to troubleshoot scan connection errors on a wired or wireless network.

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software. First, choose your connection type.
Step one: Check to see if the HP software is installed
Choose one of the following methods to check if the software is installed on your computer.
    If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
    On the Windows taskbar, click the Windows icon ( ), click Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
If the software is not installed, see the document for installing the software on a wireless or wired network.
Step two: Restart the computer, printer, and any network devices
Follow these steps to restart the computer, printer, and any network devices.
Important : You must follow these steps in the order presented .
  1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
  2. Turn off any access points (routers) and network devices.
  3. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
  5. Turn on the computer.
  6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Activate Scan to Computer setting

Follow these steps to enable the scan connection between the HP printer and your computer.
Important : To send scans from your printer to a computer over a network, you must enable the Activate Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disc shuts down).
Step one: Check the Activate Scan to Computer setting
  1. Press the Power button to turn the printer on.
  2. Open the HP software using one of the following methods:
    • Double-click the printer icon ( ) on your desktop.
    • Click the Windows icon ( ), click All Programs , click the HP folder, click the folder with the name of your printer series, and then click your printer.
  3. Under Scanner Actions , click Activate Scan to Computer , if it is not already enabled.
Step two: Try the scan again
Try scanning the document again.
NOTE:If multiple computers are on the network, select the name of the computer that you enabled the scan connection on.
When your computer enters hibernate, sleep, or standby mode, the scan connection between your printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. In the Windows task bar, click the Windows icon ( ), and then click Control Panel .
  2. Click System and Maintenance .
  3. Under Power Options , click Change when the computer sleeps . The Edit Plan Settings window opens.
  4. In the dropdown menu next to Put the computer to sleep , select Never .
  5. Click Change advanced power settings .
  6. Double-click Hard disk , double-click Turn off hard disk after , click Setting , click the down arrow until Never displays, and then click Apply .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check connectivity

Follow these steps to troubleshoot Ethernet and wireless network connections.
Step one: Print a network configuration page
Follow these steps to troubleshoot a network connection by printing a network configuration page.
  1. On the printer control panel home screen, press the Right Arrow, ( ) and then press Setup .
  2. Press Reports , and then press Network Configuration Page . The network configuration page prints.
  3. Verify on the page that the connection status is online and that the printer is connected to your network.
  4. If the printer is online and connected to the correct network but you still cannot scan , continue to the next solution.

Solution five: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software.
Step one: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your printer.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step two: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step three: Restart the computer
Follow these steps to restart the computer.
On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
Step four: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .
Step five: Configure the firewall
Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 6: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ( ).
  2. In the Start Search dialog box, type msconfig , and then press Enter .
    If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply , and then click OK .
  6. When prompted to restart the computer, click Restart .
Try the following resources and tips related to scanning issues.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 7: Example USB connection
Image: USB connection
Connection errors while scanning over a USB connection occur for the following reasons:
  • The USB connection failed
  • The HP software is not installed, or the previous installation failed

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      Click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. If the software is installed, continue to the next step.
Step two: Try to scan
Try to scan from the printer control panel. If you are still unable to scan, continue to the next solution.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.
NOTE:HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer
Follow these steps to make sure that the USB cable is connected correctly to the printer.
  1. Connect the small end of the USB cable to the rear of the printer.
    The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
    Figure 8: Connect the small end of the USB cable to the rear of the printer
    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.
    Figure 9: Connect the other end of the USB cable to the computer
    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step two: Test the USB connection
Follow these steps to test the USB connection.
To test the USB connection, choose the option for your type of USB connection:
    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
      NOTE:If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step three: Try a different USB cable
Follow these steps to try a different USB cable.
  1. Try using a different USB cable.
  2. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step four: Remove additional USB devices that connect to the computer
Follow these steps to remove additional USB devices that connect to the computer.
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
  2. Try scanning the document again.
    NOTE:If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software.
Step one: Disconnect the USB cable
Disconnect the USB cable from the printer.
Figure 10: Disconnect the USB cable from the printer
Image: Disconnect the USB cable from the printer.
Step two: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon ( ), and then click Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your printer.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step three: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon ( ), click Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step four: Restart the computer
Follow these steps to restart the computer.
On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
Step five: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ( ).
  2. In the Start Search dialog box, type msconfig , and then press Enter .
    If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply , and then click OK .
  6. When prompted to restart the computer, click Restart .
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for the Windows 7 operating system.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps to troubleshoot scan connection errors on a wired or wireless network.

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step one: Check to see if the software is installed
Check to see if the software has been installed on your computer.
Choose one of the following methods to check if the software is installed on your computer.
    If the HP software is installed, the icon for your printer ( ) displays on the Windows desktop.
    On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
Step two: Restart the computer, printer, and any network devices
Follow these steps to restart the computer, printer, and any network devices.
Important : You must follow these steps in the order presented .
  1. On the Windows taskbar, click the Windows icon ( ), and then click Shutdown .
  2. Turn off any access points (routers) and network devices.
  3. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  4. Turn on any access points (routers) and any other network devices. Wait for them to completely turn back on.
  5. Turn on the computer.
  6. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check the Activate Scan to Computer setting

Follow these steps to enable the scan connection between the HP printer and your computer.
Step one: Check the Activate Scan to Computer setting
Important : To send scans from your HP printer to a computer over a network, you must enable the Activate Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disc shuts down).
  1. Press the Power button to turn the printer on.
  2. Open the HP software using one of the following methods:
    • Double-click the printer icon ( ) on your desktop.
    • Click the Windows icon ( ), click All Programs , click the HP folder, click the folder with the name of your printer series, and then click your printer.
  3. Under Scanner Actions , click Activate Scan to Computer , if it is not already enabled.
Step two: Try the scan again
Try scanning the document again.
When your computer enters hibernate, sleep, or standby mode, the scan connection between your HP printer and the computer is lost. To maintain the connection, adjust your computer power settings.
Follow these steps to change your computer power options.
  1. Click the Windows icon ( ), and then click Control Panel .
  2. Click System and Security .
  3. Under Power Options , click Change when the computer sleeps .
  4. In the dropdown menu next to Put the computer to sleep , select Never .
  5. Click Change advanced power settings and change the following settings.
    • Double-click Hard disk , double-click Turn off hard disk after , click Setting , and then click the down arrow until Never displays.
    • Double-click Sleep , double-click Allow hybrid sleep , click Setting , and then select Off in the dropdown menu.
    • Double-click Sleep , double-click Hibernate after , click Setting , and then click the down arrow until Never displays.
    • Click Apply .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check connectivity

Follow these steps to troubleshoot a network connection.
Step one: Print a network configuration page
Follow these steps to troubleshoot a network connection by printing a network configuration page.
  1. On the printer control panel home screen, press the Right Arrow, ( ) and then press Setup .
  2. Press Reports , and then press Network Configuration Page . The network configuration page prints.
  3. Verify on the page that the connection status is online and that the printer is connected to your network.
  4. If the printer is online and connected to the correct network but you still cannot scan , continue to the next solution.

Solution five: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution six: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step one: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step two: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step three: Restart the computer
On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
Step four: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .

Step five: Configure the firewall

Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 11: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.

Step six: Reinstall the software

After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.

Step seven: Re-enable startup programs and services

Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ( ).
  2. In the Start Search dialog box, type msconfig , and then press Enter .
    If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply , and then click OK .
  6. When prompted to restart the computer, click Restart .
Try the following resources and tips related to scanning issues.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.
Figure 12: Example USB connection
Image: USB connection
Connection errors while scanning over a USB connection occur for the following reasons:
  • The USB connection failed
  • The HP software is not installed, or the previous installation failed

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Make sure the HP software is installed

If you have not installed the printer software, or had issues with a previous installation, follow these steps to install the software.
Step one: Check to see if the HP software is installed
  1. Use one of the following methods to check if the software has been installed on your computer.
      If the HP software is installed, the icon for your printer ( ) and the scan icon ( ) display on the Windows desktop.
      Click the Windows icon ( ), click All Programs , and then click the HP folder. If the HP software is installed, the name of your printer displays in the list of programs.
  2. If the software is installed, continue to the next step.
Step two: Try to scan
Try to scan from the printer control panel. If you are still unable to scan, continue to the next solution.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.
NOTE:HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer
Follow these steps to make sure that the USB cable is connected correctly to the printer.
  1. Connect the small end of the USB cable to the rear of the printer.
    The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
    Figure 13: Connect the small end of the USB cable to the rear of the printer
    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.
    Figure 14: Connect the other end of the USB cable to the computer
    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step two: Test the USB connection
Follow these steps to test the USB connection.
To test the USB connection, choose the option for your type of USB connection:
    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
      NOTE:If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step three: Try a different USB cable
Follow these steps to try a different USB cable.
  1. Try using a different USB cable.
  2. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step four: Remove additional USB devices that connect to the computer
Follow these steps to remove additional USB devices that connect to the computer.
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
  2. Try scanning the document again.
    NOTE:If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer software, you might have missed important software and firmware updates. Follow these steps to check for updates.
  1. Turn on the printer.
  2. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Next , and then click Drivers .
  3. Make sure that your operating system is selected, and then click Next .
  4. Scroll down the page, and then click Firmware , Update , Patch , and Software , if any of these items are available.
  5. If a Critical option is listed for any of the items, click Download , and then follow the on-screen instructions to save the software to your computer.
  6. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step one: Disconnect the USB cable
Disconnect the USB cable from the printer.
Figure 15: Disconnect the USB cable from the printer
Image: Disconnect the USB cable from the printer.
Step two: Uninstall the software
Follow these steps to uninstall the software.
  1. On the Windows taskbar, click the Windows icon ( ), and then click All Programs . A list of programs installed on your computer displays.
  2. Click the HP folder, and then click the folder with the name and model number of your HP printer.
  3. Click Uninstall , and then follow the on-screen instructions. The software uninstalls.
Step three: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. On the Windows taskbar, click the Windows icon ( ), click All Programs , and then click Accessories .
  2. Click System Tools , and then click Disk Cleanup . Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  3. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  4. After you select the components that you want to remove, click OK .
Step four: Restart the computer
On the Windows taskbar, click the Windows icon ( ), click the Right Arrow button ( ), and then click Restart .
Step five: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. In Microsoft Windows Vista, the MSCONFIG utility prevents TSR programs and services from starting.
  1. On the Windows taskbar click the Windows icon ( ).
  2. In the Start Search box, type msconfig , and then press Enter . The System Configuration Utility window opens.
  3. Click the General tab, and then select Selective Startup .
  4. If there is a check mark next to Load Startup items , select the check mark to remove it.
  5. Click the Services tab, and then click the Hide All Microsoft Services check box.
  6. Click Disable all .
  7. Click Apply , and then click Close .
    NOTE:If an 'Access is denied ' error message displays on the computer when you make changes, click OK , and then continue. The message does not prevent you from making changes.
  8. Select Restart to apply the changes to the computer during the next restart.
    NOTE:After the computer restarts and the desktop screen appears, you might get a prompt stating 'You’ve used system configuration utility to make changes to the way windows starts .' To prevent this message from displaying again, select Do not show this message again .
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. On the Windows taskbar, click the Windows icon ( ).
  2. In the Start Search dialog box, type msconfig , and then press Enter .
    If the User Account Control window opens with the message 'Windows needs your permission to continue ,' click Continue to close the window.
  3. In the System Configuration window, click the Startup tab, and then select the check box next to each program that should run when you turn on the computer. If a program should not run when the computer is turned on, leave the check box clear.
    CAUTION:Do not disable any Microsoft services.
  4. If no changes should be made to startup programs or services, click the General tab, and then select the Normal Startup checkbox.
  5. Click Apply , and then click OK .
  6. When prompted to restart the computer, click Restart .
HP Consumer Forums
See what other customers are saying at the HP forums .
Click your connection type for steps for the Windows 8 operating system.
NOTE:If you are not using the latest version of Windows 8, the information in this document might not match. You can get the latest version from the Microsoft Store.
Follow these steps to troubleshoot scan connection issues on a wired (Ethernet) or wireless network.

Solution one: Make sure the computer is on the correct network

Follow the steps to make sure that your computer is connected to your home network.
Follow these steps for a wireless connection.
  1. Right-click or tap and hold the lower left corner of the computer screen to open the menu, and then click or tap Desktop to open the Desktop.
  2. Click or tap the Wireless icon in the notification area near the clock.
    Figure 16: The Wireless icon in the notification area
    Image: The Wireless icon in the notification area
    • If the wireless network shown as connected is yours, continue to the next solution.
    • If the wireless icon has been replaced by an airplane symbol, then Airplane Mode is enabled. Tap the airplane icon, slide the Airplane mode slider to Off , and then connect to your wireless network.
      Figure 17: Example of Airplane Mode enabled
      Image: Example of Airplane Mode enabled
    • If the wireless network shown as connected is not yours (for instance, if you are connected to another local network), reconnect to your own network.
  3. Try to scan.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.
Follow these steps for a wired connection.
  1. Right-click or tap and hold the lower left corner of the computer screen to open the menu, and then click or tap Desktop to open the Desktop.
  2. Click or tap the Wired icon in the notification area near the clock.
    Figure 18: Wired icon in the notification area
    Image: Wired icon in the notification area
    If the network is connected , continue to the next step.
    If the network is not connected , check the Ethernet cable from the computer to your router or modem, and confirm that your network is working properly before continuing to the next step.
  3. Try to scan.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure the HP software is installed and restart devices

Follow these steps to make sure that the HP software is installed, and then restart the printer and devices on the network.
Step one: Make sure that the HP software is installed
Choose one of the following methods to see if you have HP Scan software installed.
    If the HP software is installed, the icon for your printer ( ) or the scan icon ( ) displays on the Windows desktop.
    Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type the name of your printer.
Step two: Restart the computer, printer, and any network devices
Follow these steps to restart the computer, printer, and any network devices.
  1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.
  2. Click Settings .
  3. Click Power .
  4. Hold the Shift key down, and then click or tap Shut down .
    NOTE:When you hold the Shift key down while clicking Shut down , it causes the computer to fully shut down, which clears network settings from the computer.
  5. Turn off any routers and network devices.
  6. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  7. Turn on any routers and any other network devices. Wait for them to completely turn back on.
  8. Turn on the computer.
  9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
  10. In the Unable to Find the Printer installation window, type the printer's new IP address into the IP Address or Host Name field, and then click Search .
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Enable the Scan to Computer connection

Follow these steps to enable the scan connection between the HP printer and your computer.
Important : To send scans from your HP printer to a computer over a network, you must enable the Scan to Computer connection from the HP software after the computer restarts, hibernates, or enters sleep mode (hard disc shuts down).
Step one: Enable the Scan to Computer connection
  1. Press the Power button to turn on the printer.
  2. Open the HP software using one of the following methods.
      Double-click the printer icon ( ) on your desktop.
      Right-click the Start button ( ) in the lower left corner of the screen, click Search , type the name of your printer, and then click the printer icon.
  3. Click Manage Scan to Computer .
  4. If you see the message Scan to Computer is currently not available , skip to the next solution.
  5. If you see the message Scan to Computer is disabled at the top of the window click the Enable button.
    NOTE:To ensure the Scan to feature is activated every time the computer is started, place a check in the box beside the words Automatically start Scan to Computer when I log onto Windows .
Step two: Try the scan again
Try scanning the document again.
When your computer enters hibernate, sleep, or standby mode, the scan connection between your HP printer and the computer is lost. To maintain the connection, follow these steps to adjust your computer power settings.
Adjust the power settings on your computer
Follow these steps to change your computer power options.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Power .
  2. Click Power Options .
  3. Click Change when the computer sleeps .
  4. Select Never from the drop down menu beside Put the computer to sleep .
  5. Click Save Changes .
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Make sure that the printer is connected to the network

A functioning network connection is required to complete a scan. Follow these steps to check for Ethernet and wireless connection issues.
Step one: Print a network configuration page
Follow these steps to troubleshoot a network connection by printing a network configuration page. First, select your connection type.
  1. On the printer control panel home screen, press the Right Arrow, ( ) and then press Setup .
  2. Press Reports , and then press Network Configuration Page . The network configuration page prints.
  3. Verify on the page that the connection status is online and that the printer is connected to your network.
  4. If the printer is online and connected to the correct network but you still cannot scan , continue to the next solution.

Solution six: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Click Firmware , Update , Patch , and Software , if these items are available.
  5. If there is a Critical option listed in each of the items, click it.
  6. Click Download , and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution seven: Uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, configure the firewall, and reinstall the software.
Step one: Uninstall the software
Follow these steps to uninstall the software.
NOTE:Do not disconnect the printer from the network to uninstall the software.
  1. Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .
  2. Right-click your HP printer's name, and then click Uninstall .
  3. Follow the on-screen instructions to uninstall the software.
Step two: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Disk Cleanup .
  2. Click Free up disk space by deleting unnecessary files .
  3. Select the drive containing the operating system and click OK .
  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  6. After you select the components that you want to remove, click OK .
Step three: Restart the computer
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type restart .
  2. Click Restart in the results.
  3. Click Power .
  4. Click Restart .
Step four: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .
    If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.
  2. In the System Configuration window, click the option button beside Selective Startup , and then click the box next to Load startup items to remove the checkmark.
  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All .
  4. Click Apply , and then click OK .
  5. When prompted to restart the computer, click Restart .
  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK .
Step five: Configure the firewall
Follow these steps to configure the firewall.
NOTE:Consider printing this page, or bookmarking it on your web browser, so that you can reference it after you configure the firewall.
  1. Use the following list to resolve most firewall issues. For further information on firewall settings, contact the firewall vendor.
    • Regularly check for new firewall software versions and security threat updates.
    • If available, select the Medium security setting when connected to your network.
    • If available, select the Trusted zone setting when connected to your network.
    • Restore any custom firewall settings to their default settings.
    • Turn on firewall alert messages, and click Allow , Permit , or Unblock when alerts appear while installing HP software or while using your printer. If an alert includes a Remember this action or Create a rule for this option, select it.
    • Do not run more than one firewall at a time.
    • Use a manual IP address to improve the connection between the computer and your printer.
    If you are still experiencing connection issues, continue to the next step.
  2. Find the notification area
    Sometimes called the systems tray.
    in the lower right corner of your computer, near the clock.
    Figure 19: Examples of the notification area on the computer
    Image: Notification area.
    Image: Notification area.
  3. In the notification area, right-click the icon for the firewall software, and then click Enable . If you don't know the name of your firewall program, mouse over the icon until your firewall program name displays.
    NOTE:The option to turn on the software might not be 'Enable .' Look for a similar menu option, such as Start or Turn on .If those options are not available, open the firewall, and then click the option to restart it.
  4. Find your firewall in the following table, and click the link for the steps to configure the firewall.
  5. When you have finished following the instructions for your firewall, return to this document to finish the steps.
    1. Open your firewall software, and then locate the configuration settings.
      Important : Only change the settings in your local area (home) network. Before proceeding, contact the firewall vendor for additional information on how to change these settings.
    2. Set your firewall to unblock the following port range:
      • UDP port range 1000-65535
      NOTE:You do not need to specify each port individually for this port range. Set one port rule for the entire range of ports.
    3. Set your firewall to unblock the following individual ports:
      • TCP port 80
      • TCP port 443
      • TCP port 8080
      • TCP port 9220
      • TCP port 9500
      NOTE:Set one port rule for all these individual TCP ports.
Step six: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step seven: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .
    If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.
  2. In the System Configuration window, click the option button beside Normal Startup .
  3. Click Apply , and then click OK .
  4. When prompted to restart the computer, click Restart .
Try the following resources and tips related to scanning issues.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to enable the scan connection when the printer connects to the computer with a USB cable.

Solution one: Download an automated tool to resolve the scan issue

Image: Print and Scan Doctor iconHP designed a quick and easy tool that diagnoses and resolves many printing, scanning, and connectivity problems: HP Print and Scan Doctor .

HP recommends that you download and install the Print and Scan Doctor any time you need to troubleshoot a problem with your HP product.
Following are some common problems that the Print and Scan Doctor can resolve easily:

  • 'Printer is Offline ' or print jobs stuck in the print queue
  • Missing or corrupt drivers
  • Connectivity issues
  • Firewall issues
  • Scan error messages
  • Copy or scan mechanism issues (not available for all printers)
  • Carriage stalls or carriage jams (not available for all printers)
  • Ink and print quality issues (not available for all printers)
Step one: Download the tool
The HP Print and Scan Doctor works with most HP printers, is available in most languages, and works in Windows operating systems only. Download it free from the HP website.
  1. Click Download , and then follow the on-screen instructions to save the software to your computer.
  2. Open the folder where the software file saved (usually Downloads ), double-click the file, and then follow the on-screen instructions to complete the installation.
Step two: Run the tool
Follow these steps to run the tool on your computer.
Video of running the tool
The following video demonstrates how to run the HP Print and Scan Doctor.
.
If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube .
  1. Press the Power button to turn on the product, if it is not already on.
  2. From the Product column in the Print and Scan Doctor, select your HP product.
    If your product is not in the list, turn it off and back on, and then click Retry .
  3. Click Next . The Print and Scan Doctor checks the connection for your product and, if the connection fails, it offers options to help.
  4. Depending on your issue, click Fix Printing or Fix Scanning to start diagnosing the cause of the issue.
Step three: Resolve any scan issues
Follow these steps to resolve any issues you find running the automated tool.
  1. In the Print and Scan Doctor results screen, view the list of actionable results.
    • If you see yellow exclamation points ( ), the test failed and required user action, but the step was skipped.
    • If you see a red X ( ), follow the on-screen instructions to resolve the issue.
  2. When you have finished fixing all the diagnosed problems, click Test Scan or Skip .
    • If you click Test Scan , the Print and Scan Doctor launches the HP scanning software to perform a test scan. Follow the on-screen instructions in the scanning software to perform the test.
    • If you click Skip and are not experiencing additional issues, click Quit to exit the tool.
    • If you click Skip and are still experiencing scanning issues, click Support and Troubleshooting for support that is tailored to your scanner, or click HP Support Forum for help from other HP customers.
Step four: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Make sure the HP software is installed and restart devices

Use one of the following methods to check if the software has been installed on your computer.
Step one: Check to see if the HP Scan software is installed
Choose one of the following methods to see if you have HP Scan software installed.
    If the HP software is installed, the icon for your printer ( ) or the scan icon ( ) displays on the Windows desktop.
    Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type the name of your printer.
Step two: Restart the computer, printer, and any network devices
Follow these steps to restart the computer, printer, and any network devices.
  1. Move the mouse cursor or touch and hold the top-right or bottom-right of the screen to activate the Charms Bar.
  2. Click Settings .
  3. Click Power .
  4. Hold the Shift key down, and then click or tap Shut down .
    NOTE:When you hold the Shift key down while clicking Shut down , it causes the computer to fully shut down, which clears network settings from the computer.
  5. Turn off any routers and network devices.
  6. Press the Power button to turn off the printer.
    NOTE:If the printer does not turn off, disconnect the power cord from the rear of the printer, and then wait for the printer to completely turn off.
  7. Turn on any routers and any other network devices. Wait for them to completely turn back on.
  8. Turn on the computer.
  9. Reconnect the printer power cord, if necessary, and then press the Power button to turn on the printer.
  10. In the Unable to Find the Printer installation window, type the printer's new IP address into the IP Address or Host Name field, and then click Search .
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Check connectivity

Follow these steps to check the USB connection from the printer to the computer.
NOTE:HP supports USB cables less than 3 m (9 ft 10 in) in length. If the USB cable is longer than 3 m (9 ft 10 in), replace it with a supported cable. HP models currently support USB 2.0 ports. If you are connecting to a USB 3.0 port on the computer, try connecting the cable to a USB 2.0 port.
Step one: Make sure that the USB cable is connected correctly to the printer
Follow these steps to make sure that the USB cable is connected correctly to the printer.
  1. Connect the small end of the USB cable to the rear of the printer.
    The icon on the USB cable ( ) faces up when the cable is connected correctly to the printer.
    Figure 20: Connect the small end of the USB cable to the rear of the printer
    Image: Connect the small end of the USB cable to the rear of the printer.
  2. Connect the other end of the USB cable to the computer.
    Figure 21: Connect the other end of the USB cable to the computer
    Image: Connect the other end of the USB cable to the computer.
  3. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step two: Test the USB connection
Follow these steps to test the USB connection.
To test the USB connection, choose the option for your type of USB connection:
    1. Connect the USB cable to another available USB port. For example, if the USB cable is connected in front of the computer, connect it to a port in the rear of the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
    1. Disconnect the USB cable from the hub or docking station, and then connect it directly to the computer.
    2. Restart the computer and the printer.
    3. Try scanning the document again.
      NOTE:If the printer works after you connect the USB cable directly to the computer, there might be a problem with the hub or docking station. Either leave the USB cable connected directly to the computer, or contact the manufacturer of the hub or docking station for troubleshooting.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step three: Try a different USB cable
Follow these steps to try a different USB cable.
  1. Try using a different USB cable.
  2. Try scanning the document again.
  • If these steps resolved the issue , there is no need to continue troubleshooting.
  • If the issue persists , see the next step.
Step four: Remove additional USB devices that connect to the computer
Follow these steps to remove additional USB devices that connect to the computer.
If you have several USB-connected devices, the computer might not have sufficient power supplied to the USB ports to detect all of them.
  1. Disconnect all USB devices from the computer except for the keyboard, the mouse, and the printer.
  2. Try scanning the document again.
    NOTE:If removing other devices resolves the issue, HP recommends installing a powered hub to connect multiple USB devices.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Check for critical updates, patches, and firmware

If you did not install the HP Update program when you first installed the printer, you might have missed notification of important updates to your software and firmware. Follow these steps to check your printer page for updates that you can download.
  1. Turn on the printer.
  2. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to your network, leave it connected.
  3. Go to HP Drivers & Downloads . If prompted, type your printer model number, click Go , and then click Drivers .
  4. Click Firmware , Update , Patch , and Software , if these items are available.
  5. If there is a Critical option listed in each of the items, click it.
  6. Click Download , and then follow the on-screen instructions to complete the installation.
  7. Try scanning again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution five: Uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software

Follow these steps to uninstall the software, run Disk Cleanup, turn off background programs, and then reinstall the software.
Step one: Uninstall the software
Follow these steps to uninstall the software.
  1. Disconnect the USB cable from the printer and the computer (if you already connected it). If the printer is connected to a network, leave it connected.
  2. Press the Power button to turn on the printer.
  3. Right-click the Start button ( ) in the lower left corner of the screen, and then click Programs and Features .
  4. Right-click your HP printer's name, and then click Uninstall .
  5. Follow the on-screen instructions to uninstall the software.
  6. Repeat these steps for each occurrence of your printer's name until none remain in the list.
    If an error message displays while you are uninstalling the software, follow these steps.
    1. Click OK to close the error message.
    2. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type administrative tools .
    3. Click Administrative Tools in the results.
    4. Double-click Print Management , and then double-click All Drivers .
    5. Find every instance of the printer you are trying to uninstall, right-click the name, and then click Delete .
    6. Close the Print Management window, return to Programs and Features , and then continue uninstalling the remaining printer software.
Step two: Remove unnecessary files and folders with Disk Cleanup
Follow these steps to remove unnecessary files and folders with Disk Cleanup.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type Disk Cleanup .
  2. Click Free up disk space by deleting unnecessary files .
  3. Select the drive containing the operating system and click OK .
  4. Disk Cleanup analyzes the hard disk and then presents a report with a list of options with check boxes next to them.
  5. Select the appropriate check boxes to remove unnecessary components. The Disk Cleanup utility frees hard disk space on the computer by doing the following:
    • Deletes temporary Internet files
    • Deletes downloaded program files
    • Empties the Recycle Bin
    • Deletes files from the Temporary folder
    • Deletes files created by other Windows tools
    • Removes optional Windows components that are not used
  6. After you select the components that you want to remove, click OK .
Step three: Restart the computer
Follow these steps to restart the computer.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Search , and then type restart .
  2. Click Restart in the results.
  3. Click Power .
  4. Click Restart .
Step four: Turn off programs that run in the background
Follow these steps to turn off programs that run in the background.
When the computer is on, a software group called the Terminate and Stay Resident (TSR) programs automatically loads. These programs activate computer utilities such as the antivirus software, but are not required for the computer to function. Occasionally, TSRs prevent the product software from loading so that the software does not install correctly. The MSCONFIG utility prevents TSR programs and services from starting.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .
    If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.
  2. In the System Configuration window, click the option button beside Selective Startup , and then click the box next to Load startup items to remove the checkmark.
  3. Click the Services tab, click the Hide all Microsoft services checkbox, and then click Disable All .
  4. Click Apply , and then click OK .
  5. When prompted to restart the computer, click Restart .
  6. When the computer turns on, a System Configuration Utility message displays on the computer. Select the Do not show this message again check box, and then click OK .
Step five: Reinstall the software
After you complete the previous steps, you can reinstall the printer software and drivers with one of the following methods:
  • Download from the Web : Click HP Software and Drivers to download the latest software from the HP website. The software available on the HP website is usually more current than the software on the CD.
  • Software CD : Insert the software CD that shipped with your HP printer into the computer, and then follow the on-screen instructions.
Step six: Re-enable startup programs and services
Follow these steps to re-enable startup programs and services.
  1. Right-click the Start button ( ) in the lower left corner of the screen, click Run , type msconfig , and then click OK .
    If the User Account Control window opens with the message Windows needs your permission to continue , click Continue to close the window.
  2. In the System Configuration window, click the option button beside Normal Startup .
  3. Click Apply , and then click OK .
  4. When prompted to restart the computer, click Restart .
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for a computer running Mac OS X 10.6.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.

Solution one: Make sure no other networked users are currently using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step two: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Check the Scan to Computer setting
Follow these steps to check the Scan to Computer setting.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Fax .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to Repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the product to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find you product in the product list, and then right-click on your product and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Fax .
    14. In the Printers list, click your HP product, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Choose one of the following methods to install the printer software.
Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
Click HP Software and Drivers to download the latest software from the HP website.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 22: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
Follow these steps to check the USB cable.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Make sure that the computer detects the printer correctly
Follow these steps to make sure that the computer detects the printer correctly.
  1. On the menu bar, click GO , and then click Utilities .
  2. From the sub menu on the right, double-click System Profiler .
  3. On the left navigation pane, under Hardware , click USB .
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

Follow these steps to check the Scan to Computer setting.
Step one: Check the Scan to Computer setting
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Fax .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the product to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find you product in the product list, and then right-click on your product and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Fax .
    14. In the Printers list, click your HP product, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
Click HP Software and Drivers to download the latest software from the HP website.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for a computer running OS X 10.7.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Make sure no other networked users are currently using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step two: Try the scan again
Try scanning the document again to see if the issue is resolved.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Check the Scan to Computer setting
Follow these steps to check the Scan to Computer setting.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup or Settings . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the product to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find you product in the product list, and then right-click on your product and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Scan .
    14. In the Printers list, click your HP product, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Choose one of the following methods to install the printer software.
Repeat these steps to install the software on each computer that uses the printer wirelessly over the same network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
Click HP Software and Drivers to download the latest software from the HP website.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 23: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
Follow these steps to check the USB cable.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Make sure that the computer detects the printer correctly
Follow these steps to make sure that the computer detects the printer correctly.
  1. On the menu bar, click GO , and then click Utilities .
  2. From the sub menu on the right, double-click System Information .
  3. On the left navigation pane, under Hardware , click USB .
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Check the Scan to Computer setting
Follow these steps to check the Scan to Computer setting.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup or Settings . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the product to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find you product in the product list, and then right-click on your product and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Scan .
    14. In the Printers list, click your HP product, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Important : To successfully update the HP software and driver, the HP product must be turned on and connected to the Mac with a USB or network connection, or there must be an existing printer queue for your product.
  1. Click the Apple menu ( ), and then click Software Update . Software Update checks for available updates.
  2. In the Software Update window, select the software you want to install, and then click Install .
    NOTE: Install all available updates for best performance and functionality.
  3. When prompted, enter your administrator account name and password.
  4. After the software updates complete, restart the computer (if required).
Click HP Software and Drivers to download the latest software from the HP website.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps for a computer running OS X 10.8.
NOTE:Some of the following solutions require you to restart the computer. Consider bookmarking this page on your Web browser, so that you can reference it after restarting the computer.
Follow these steps to troubleshoot scan connection issues on a wireless network.

Solution one: Check to see if other users are using the scanner

NOTE:If there are no other users on your network, skip to the next solution.
Step one: Check to see if other users are using the scanner
Check with other users on your network to see if they are currently using the scanner. If so, wait until they are finished and have closed the scanning session.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Check the Scan to Computer setting
Follow these steps to check the Scan to Computer setting.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup or Settings . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the printer to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find your printer in the printer list, and then right-click your printer and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Scan .
    14. In the Printers list, click your HP printer, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Click HP Software and Drivers to download the latest software from the HP website.
Repeat the steps to install the software on each computer that uses the printer wirelessly over the same network.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
NOTE:To install the printer software for a wireless network connection, HP recommends that you download the software from the HP website. The printer CD is not supported in Mountain Lion, and Apple Software Update does not support steps for connecting to the wireless network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
If you have tried all of the preceding solutions in the order presented and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .
Follow these steps to troubleshoot scan connection issues when the printer connects to the computer with a USB cable.
Figure 24: Example of a USB connection
Image: Example of a USB connection.

Solution one: Check connectivity

Follow these steps to make sure that the printer is properly connected to your computer.
Step one: Check the USB cable
Follow these steps to check the USB cable.
  1. Turn on the computer.
  2. Check the USB cable in the following ways:
    • Make sure that the USB cable is connected to the computer and to the printer.
    • Make sure that the USB cable is no more than 3 m (10 ft) long. Replace the cable if necessary.
    • Make sure that the USB cable is working correctly by connecting it to another printer. Connect the cable to another USB port on the computer. If necessary, replace the cable.
    • If you use a USB hub or a USB docking station, it may be defective. Try connecting the USB cable directly to the computer.
Step two: Make sure that the computer detects the printer correctly
Follow these steps to make sure that the computer detects the printer correctly.
  1. On the menu bar, click GO , and then click Utilities .
  2. From the sub menu on the right, double-click System Information .
  3. On the left navigation pane, under Hardware , click USB .
  4. Look under the USB Device Tree for your printer name.
    • If your printer is listed, continue to the next step.
    • If your printer is not listed, continue troubleshooting the USB cable.
      NOTE:If the cable is working, and you have tried multiple USB ports on the computer, connect the printer wirelessly.
Step three: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution two: Check the Scan to Computer setting

The Scan to Computer setting is enabled when you install the printer software. If you cannot scan to the computer after installing the software, follow these steps to make sure that the Scan to Computer setting is enabled in the software.
Step one: Check the Scan to Computer setting
Follow these steps to check the Scan to Computer setting.
  1. On the main menu, click the Apple icon ( ), and then click System Preferences .
  2. Click Print & Scan .
  3. Under Printers , click your printer, if you see more than one printer.
  4. Click Open Print Queue . The print queue for your printer opens.
  5. Click Printer Setup or Settings . A new window opens.
  6. Click the Utility tab, and then click Open Printer Utility . The HP Utility window opens.
  7. Under Scan Settings , click Scan to Computer .
  8. At the top of the screen, click the check box next to Enable Scan to Computer , if it is not already checked. Scan to Computer is enabled.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution three: Repair Disk Permissions

Follow these steps to repair Disk Permissions.
Step one: Repair Disk Permissions
  1. On the Apple menu bar, click Go , and then click Utilities .
  2. From the sub menu on the right, double-click Disk Utility .
  3. From the list on the left, select your drive or active partition.
  4. Click the First Aid tab, and then click Repair Disk Permissions .
  5. Restart your computer.
Step two: Try the scan again
Try scanning the document again.
  • If these steps resolved the issue , you do not need to continue troubleshooting.
  • If the issue persists , continue to the next solution.

Solution four: Uninstall and reinstall the printer software

Follow these steps to uninstall and reinstall the printer software.
Step one: Uninstall the printer software
Choose the method you originally used to install the printer software, and then follow the steps to remove the print driver and other software from your computer.
    1. From the computer desktop, double-click the Macintosh HD , and then click Applications .
    2. Click the Hewlett-Packard folder.
    3. Double-click the HP Uninstaller , and then click Continue .
    4. Select the printer to uninstall, and then click Uninstall .
    5. When prompted, type the Administrator name and Password, and then click OK .
    6. From the Macintosh HD menu, click Users .
    7. Click the correct user name.
    8. Click Library .
    9. Click Preferences .
    10. Click and hold the cursor on the first file that starts with "HP," and then drag the file to the Trash icon on the taskbar. Complete this step for each file that starts with "HP."
    11. Close out of Preferences .
    12. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    1. From the computer desktop, double-click the Macintosh HD icon.
    2. Double-click the Library folder.
    3. Double-click the Printers folder.
    4. Right-click the HP folder, and then select Move to Trash .
    5. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    6. Double-click the PPDs folder.
    7. Double-click the Contents folder.
    8. Double-click the Resources folder.
    9. Find your printer in the printer list, and then right-click your printer and select Move to Trash .
    10. When prompted, type the Administrator name and Password for the computer, and then click OK . Wait for authentication to complete.
    11. Click the Trash icon on the taskbar, click the Empty button, and then click OK to empty the trash.
      NOTE:By clicking OK , all items in your trash will be permanently deleted from your computer. To delete one item in the trash, click that item to highlight it, and then click OK .
    12. On the upper-left corner of the computer desktop, click the Apple menu icon ( ), and then click System Preferences on the drop-down menu.
    13. Click Print & Scan .
    14. In the Printers list, click your HP printer, and then click the Minus button ( ) to delete it.
Step two: Reinstall the printer software
Choose one of the following methods to install the printer software.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
Click HP Software and Drivers to download the latest software from the HP website.
Repeat the steps to install the software on each computer that uses the printer wirelessly over the same network.
Important: To enable full scan function, you must select the Recommended Install option on the Installation Options screen.
NOTE:To install the printer software for a wireless network connection, HP recommends that you download the software from the HP website. The printer CD is not supported in Mountain Lion, and Apple Software Update does not support steps for connecting to the wireless network.
NOTE:If you partitioned your hard drive, you must install the driver on the same partition as the operating system.
If you have tried all of the preceding solutions in the order presented , and the issue is not resolved, try the following resource for more information.
HP Consumer Forums
See what other customers are saying at the HP forums .

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
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